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Customer care

Southwest Vacations® is dedicated to our customers. We do our best to provide quality customer care each and every day. Use the frequently asked questions below to find the most common questions and answers or feel free to contact us at one of the options listed.


See how we're going above and beyond to support your health and wellness. Enhanced cleaning, physical-distancing measures, and equipped Employees.  


Travel update:

During this pressing time, we ask those of you who are not traveling within the next 72 hours to wait before contacting us to ensure we are prioritizing those with earlier travel dates.  We are proactively reaching out to customers with immediate travel by departure date and are prioritizing these calls.

Please review the list of destinations and hotels that have closed or restricted upcoming arrivals  as a precautionary measure.


Rebook now, recharge later.

Get 125% back in future travel credit for booking and travel through 12/15/2021 if you booked prior to 5/31/2020 with travel scheduled through 9/30/2020. Learn more about your credit or refund. ​

How to use your Travel Credit

Contact us

E-mail: You can reach customer care by sending an e-mail to: customerservice@southwestvacations.com.
For questions after your vacation, e-mail us at: aftertravel@southwestvacations.com.

Sales: 1-800-243-8372

  • Monday-Sunday: 8:00 a.m. - 11:00 p.m. CT

Service: 1-800-243-8372 or 1-414-934-3017 if outside U.S..

  • Monday-Friday: 8:00 a.m. - 6:00 p.m. CT
  • Saturday: 8:00 a.m. - 6:00 p.m. CT
  • Sunday: Closed

During your vacation: 1-800-775-7105 for 24-hour traveler assistance.

After your vacation:

  • Monday-Friday: 8:00 a.m. - 4:00 p.m. CT

Write: Southwest Vacations, Attn: Customer Service, 8969 N. Port Washington Road, Milwaukee, WI 53217

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Frequently asked questions

Travel credit usage

How do I pay with my Travel Credit? 
At checkout, select ‘Travel Credit’ as the payment method. Then enter your original reservation number to apply your Travel Credits to your new reservation. 

What are the Travel Credit details, restrictions and new booking policies? 
Travel Credits*: 

  • Are valid for travel commencing 12 months from date of issue of the Travel Credit.
  • Are non-refundable, non-transferable, not redeemable for cash, and must be used for travel commencing by expiration date.
  • Will be issued in the names of each passengeron the original reservation. 

*Travel Credits are provided for all bookings excluding the cost of air. The air portion of your package will be provided as an air credit with Southwest Airlines.

Travel Credits for bonus 25% (Rebook Now. Recharge Later): 

  • Are valid for travel booked and travelled by 12/15/21.
  • Are non-refundable, non-transferable, not redeemable for cash, and must be used for travel commencing by expiration date
  • Will be issued for the reservation and at least one passenger on the original booking must travel to redeem.

If I receive a Travel Credit, can I rebook and add Travel Protection on the next booking? 

  • Travel Credits*: Yes, there are no restrictions on the new booking. However, if you purchased the Travel Protection Cash Refund option on the new booking and subsequently cancel, the portion paid with a travel credit will be refunded as a travel credit.

*Travel Credits are provided for all bookings excluding the cost of air. The air portion of your package will be provided as an air credit with Southwest Airlines.

  • Travel Credits for bonus 25% (Rebook Now. Recharge Later): If you had Travel Protection on the original booking, Travel Protection is available when rebooking. If you did not have Travel Protection on the original booking, you can purchase Travel Protection but you only receive refund in the form of credit. 
  • For more information on Travel Protection.

How many Travel Credits can be used on a new reservation? 
You can use Travel Credits from up to 2 reservations in one transaction.    

If I use my Travel Credit on a new reservation and have to then cancel the new reservation, what happens to my Travel Credit?
Your Travel Credit will now reside on the new canceled reservation.

Can I give my Travel Credits to someone else to use? 
Travel Credits are non-transferable. 

What is the expiration date for Travel Credits? 
Travel must be completed by the Travel Credit expiration date provided at issuance. Any unused funds will expire on this date.  Air credits are subject to the Southwest Airlines’ rules. 

If my Travel Credit doesn’t cover the full cost of my new trip, how do I pay the balance? 
First, add your Travel Credit as your first form of payment, then select additional cards to pay remaining balance. 

If my Travel Credit has a remaining balance after I purchase a new vacation, can I redeem the balance for a future trip? 
Yes, the same Travel Credit rules and expiration dates apply, but you can use the remaining travel credit funds on a future trip. 


Can I use my Travel Credits along with the Uplift payment option? 
No.   

Uplift

How do I apply for a loan through Uplift?
Shop for your travel dates and details like you normally would, and then select Uplift Pay Monthly as your payment method at checkout. You’ll need to provide some basic information like your mobile number and the last four digits of your social security number to apply. Once you’re approved, finish checking out and you’re done.

How is my loan offer determined?
Uplift takes a number of factors into account, including your credit information, trip details, and more.

How do I make payments?
You can make payments by visiting pay.Uplift.com and clicking the Loans tab. Once on the Loans page, click the Make a Payment button.

Can I travel before paying off my trip?
Yes! You do need to allow a few days between booking and your departure date for your loan to process. Other than that, you are free to travel even before the loan is paid off.

Existing reservations

What if I need to cancel my vacation package?
You may cancel your vacation online or by calling our customer care center. To cancel online, access your booked reservation by visiting the retrieve a reservation page. Follow the instructions to cancel your reservation. If cancelling a reservation your right to a refund is limited, so be sure to read our terms and conditions for information on our cancellation policies. You must submit a refund request form after you cancel your reservation for refund consideration. Customers who cancel online will have access to an online refund request form upon cancellation confirmation. You may also e-mail your refund request to refund@southwestvacations.com or fax it to: Refunds, 414-934-1239. For further assistance with cancelling a reservation, call our customer care center at 1-800-243-8372 during our regular operating hours.

How do I make changes to my vacation package reservation?
To make changes to your reservation, please call our customer care center at 1-800-243-8372 during our regular operating hours. Please note that changes cannot be made less than one day prior to departure. Changes made more than one day prior to your departure date will be subject to the current price, and any applicable hotel or other supplier charges. Read our terms and conditions for information on our revision policies.

How do I add show tickets and other activities to my vacation package?
If you have already booked your vacation package, but would like to add show tickets to your existing reservation, simply call customer care and we would be glad to help you add show tickets or other activities to your reservation.

Rapid Rewards®

How do I use my Rapid Rewards points to book a package?
The Rapid Rewards program is managed by Southwest Airlines®. Although you will earn points by purchasing a vacation package, you are not able to use your points towards the purchase price. Rewards points can only be redeemed directly with Southwest Airlines. Please visit www.southwest.com for details or call 1-800-435-9792.

I forgot to add my Rapid Rewards number on my past vacation. How do I receive points on a past vacation?
You can request credit for past travel for up to 12 months after your flight. To request Rapid Rewards credit for a past domestic vacation, log into your Rapid Rewards account on www.southwest.com and choose the add past flight points option. You must provide your airline confirmation from your original reservation. After verification of your flight information (approximately three to five days), points will be deposited into your account. To request Rapid Rewards credit for a past international vacation, send an e-mail to customerservice@southwestvacations.com. You must provide the original reservation number, as well as the names and Rapid Rewards number for all passengers on the reservation (as applicable). After verification of your flight information (approximately seven to ten days), points will be deposited into your account.

Flights and EarlyBird Check-In®

Do I have an assigned seat on my flights?
Southwest Airlines does not have assigned seats, so you can choose your seat when you board the plane. You will be assigned a boarding position based on your check-in time. The earlier you check-in, within 24 hours of your flight, the earlier you get to board. 

How do I check on my flight status?
Check your flight status online at www.southwest.com or by calling Southwest Airlines at 1-800-435-9792.

Can I check-in online for the flight portion of my vacation package?
For domestic vacation packages, you may check-in online at www.southwest.com or on a mobile device beginning 24 hours in advance of departure. If you wish to use the EarlyBird Check-In option, you may purchase it through Southwest Airlines directly by visiting www.southwest.com/earlybird or when you purchase your vacation package on Southwestvacations.com.

How do I book a flight only?
To book flights only, please visit www.southwest.com or call Southwest Airlines at 1-800-435-9792 for assistance.

How do I book a one way flight?
Southwest Vacations offers roundtrip air fare on our air inclusive packages. One way flights are only available for purchase through Southwest Airlines. Please visit please visit www.southwest.com or call Southwest Airlines at 1-800-435-9792 for assistance.

How do I use my Southwest Airlines Travel Funds to book a package?
Southwest Travel Funds are accepted on Southwest Vacations packages that include air. Funds must be applied at time of initial booking by selecting "Southwest Travel Funds" as your payment type. Please verify with all travelers if they have Southwest travel funds to utilize as payment for this reservation, as those cannot be applied after the booking is confirmed.

What are the benefits of EarlyBird Check-In?
By purchasing EarlyBird Check-In with your vacation package, you will receive automatic check-in with a confirmed boarding position 36 hours before flight departure, a guaranteed better boarding position, a better seat selection, and earlier access to overhead bins.

How do I purchase EarlyBird Check-In on a vacation package?
You can select EarlyBird Check-In during the checkout process on www.southwestvacations.com. Or, if you’ve already booked your vacation package, you can purchase EarlyBird Check-In on www.southwest.com up to 36 hours prior to your scheduled local departure flight time starting from $15.00 per person each way (fee is subject to change at any time). You will need your airline confirmation number located on your itinerary and e-travel documents in the flight details section.

What is the Southwest Vacations Flight Disruption Policy?
In select circumstances, you may be eligible for a full or partial refund of your unused accommodation, ground transportation, and activities arrangements. See the full Flight Disruption Policy for details and eligibility.

Hotels

How do I make a special room request?
Special room requests can be made on the checkout page at step 3 of 3, prior to submitting payment. Requests are subject to supplier availability and are not guaranteed. Additional fees may apply at the time of service. To make a special room request after you have completed your booking, please contact the Southwest Vacations customer care center at 1-800-243-8372.

How do I find my hotel special service request and/or confirmation number?
Special service requests and confirmation numbers are located in the hotel details section of your e-travel documents. If the information is not displayed, please call Southwest Vacations customer care center at 1-800-243-8372 during our regular operating hours for assistance.

How do I book more than one room for a vacation?
You may book up to four (4) rooms and up to eight (8) travelers per reservation. Select the multiple rooms link on any of our search tools. You will arrive at the build your vacation package page. Select the number of desired rooms from the drop down menu. For each room, specify the number of adults and children that will be occupying that room, as well as the age of each child.

The hotel I want is not listed on the hotel selection screen. Why?
The preferred hotel may not be available for the travel dates you specified or we may not offer your preferred hotel. If you feel strongly about a particular hotel, try searching for new travel dates. If the hotel is sold out for even one of the travel dates, it does not appear in the list.

Booking confirmation and travel documents

How do I know my reservation is confirmed?
Your reservation is confirmed if a confirmation number appears at the top of the reservation confirmation screen, after you click complete booking. It may take several minutes for the reservation confirmation screen to appear. While processing, do not stop the transaction or hit the back button as that may result in multiple charges on your credit card. After you confirm the reservation, you will automatically receive an e-mail confirmation.

How can I get a copy of my reservation confirmation or itinerary?
When you confirm an online reservation, we automatically send you an e-mail confirmation to the e-mail address you entered during the checkout process. If you did not receive that e-mail, or if you require another copy of your itinerary, you may retrieve your reservation online by logging into your account. Alternatively, contact our customer care center at 1-800-243-8372 or at customerservice@southwestvacations.com and provide your reservation number.

When will I receive my travel documents and what is included with them?
E-travel documents will be sent electronically to the e-mail address provided for the first traveler on the record within 48-hours of completing your vacation package purchase. Your e-travel documents will include your airline and hotel confirmation numbers and your itinerary. If you purchased add-on options that require a voucher, those will also be included on your e-travel documents and can be printed and presented to each applicable supplier.

I was in the middle of confirming a reservation when my computer froze. What should I do now?
Even if the reservation confirmation screen did not appear before you were disconnected, our system may have already completed your reservation. Please contact our customer care center at 1-800-243-8372 to verify whether the reservation transaction was completed. 

Lowest price promise and competitive price matching

What is the lowest price promise?
The lowest price promise is our way of protecting your vacation package price in the unlikely event that you find a lower price on southwestvacations.com after booking your package.

Website errors and e-mail preferences

How do I report errors?
The fastest way to report an error or a problem is to e-mail customerservice@southwestvacations.com. Alternatively, you may contact our customer care center at 1-800-243-8372. When reporting an error, include the error message you received and the reservation information.

How do I unsubscribe or change my Southwest Vacations e-mail preferences?
To unsubscribe from Southwest Vacations e-mails, simply update your e-mail preferences in the Southwest Vacations e-mail preference center.